Ao5 Appeals and Complaints Officer

3 days ago

Brisbane, Australia Public Sector People Full time

Public Sector People is recruiting an experienced Appeals and Complaints Officer on behalf of a state government department. This role involves coordinating complex inquiries, complaints, and appeals under the Recovery and Resilience Framework (RHF). This is a 3-month contract position with potential for extension.

**Key Responsibilities**:

- Coordinating and managing complex inquiries, appeals, and complaints, ensuring prompt, professional, and accurate responses in compliance with the department's Complaints Management Policy and relevant legislation.
- Implementing and integrating the Appeals and Complaints Categorisation Framework and Playbook across the RHF program to streamline processes and enhance efficiency.
- Conducting comprehensive research and preparing detailed correspondence, briefing papers, reports, and recommendations on complex and sensitive complaints and appeals.
- Playing an active role in continuous evaluation and improvement of systems and processes to facilitate effective management and reporting of complaints and appeals.
- Leveraging customer experience and identifying recurring themes from complaints to inform strategic service improvement within the RHF program.
- Providing vital secretariat support to the RHF Appeals Committee, including the development and presentation of compelling cases for consideration.
- Ensuring accurate maintenance of the RHF Customer Relationship Management (CRM) system in relation to inquiries, complaints, and appeals.
- Extracting data from the CRM to generate insightful reports on inquiries, complaints, and appeals for presentation to the RHF Program Board.
- Assisting in the coordination of key initiatives and activities within the RHF program, employing best practice program and project management methodologies and tools.

**Requirements**:

- Experience managing complex inquiries, complaints, and appeals
- Strong knowledge of Complaints Management frameworks and relevant legislation
- Excellent research, analytical, and communication skills
- Proficiency in CRM systems and report generation
- Program/project management experience is a plus

To apply, submit your resume and cover letter addressing the requirements. Recruitment is conducted by Public Sector People on behalf of the government department.

  • Appeals and Complaints Officer, Resilient Homes Fund

    3 days ago

    Brisbane, Australia Energy and Public Works Full time

    The Appeals and Complaints Officer coordinates the end to end process for complex enquires, complaints and appeals under the RHF. The role monitors, reports on and responds to complex enquires, complaints and appeals for the RHF under the DEPW Complaints Management framework. The role provides advice to the PMO and executive on the RHF Complaints and Appeals...

  • AO5 Procurement Officer

    1 day ago

    Brisbane, Queensland, Australia Public Sector People Full time

    OverviewPublic Sector People are recruiting for an experienced AO5 Procurement Officer to join a Queensland State Government Department on an initial 3-month contract with a view to extension.3 Month Contract with view to extensionPay Rate: AO5 - $66.86 per hour plus superSouth Brisbane Location - Parking Available2 Days per week WFH availableWe are seeking...

  • AO5 Procurement Officer

    1 day ago

    Brisbane, Queensland, Australia Public Sector People Full time

    OverviewPublic Sector People are recruiting for an experienced AO5 Procurement Officer to join a Queensland State Government Department on an initial 3-month contract with a view to extension.3 Month Contract with view to extensionPay Rate: AO5 - $66.86 per hour plus superSouth Brisbane Location - Parking Available2 Days per week WFH availableWe are seeking...

  • Project Officers Ao5

    2 days ago

    Brisbane, Australia Public Sector People Full time

    Attractive pay rates - Lots of internal opportunities - High profile State Government department **Public Sector People** are working with a number of government organisations within Queensland. I am looking for an AO5 Senior Project Officer, 3 month contract position with the possibility of extension or direct appointment. This role is in State...

  • Ao5 Senior Procurement Officer

    5 days ago

    Brisbane, Queensland, Australia Randstad Australia Full time

    Join to apply for the AO5 SENIOR PROCUREMENT OFFICER role at Randstad Australia1 day ago Be among the first 25 applicantsJoin to apply for the AO5 SENIOR PROCUREMENT OFFICER role at Randstad AustraliaGet AI-powered advice on this job and more exclusive features.Role Title: AO5 Senior Procurement OfficerLocation: Cannon HillContract Term: 6 months with...

  • Ao5 Marketing Officer

    1 week ago

    Brisbane, Australia HAYS Full time

    An initial 6 month contract with a QLD state government organisation for an AO5 Marketing Officer **Your new company** Will be with a QLD Government organisation located in South Brisbane **Your new role** **What you'll need to succeed** - Demonstrated previous experience in a Marketing Officer position - Experience working across digital marketing...

  • Ao5 Project Support Officer

    3 hours ago

    Brisbane, Queensland, Australia Buscojobs Full time

    Join a high-profile State Government project and make a real impact We're seeking an experienced AO5 Project Support Officer to provide governance and project support to a large-scale infrastructure program.In this role, you will: Coordinate governance activities, reports, and approvals.Support project managers with administration, registers, and...

  • Ao5 Finance Officer

    1 week ago

    Brisbane, Australia Empire Careers Full time

    Contact Name : Amie Luong Contact Phone : 07 3231 1211 Location : Brisbane Job Type : Fixed Term/ Temp Job Salary : $60 - $65 per hour **AO5 Finance Officer** *** Temp - 6 weeks | Start ASAP | Procurement and Accounting | $65.35 p/h + super | Brisbane CBD | **The Client**: Our client is an independent financial entity of the public sector. **The...

  • Ao5 Engagement Officer

    2 weeks ago

    Brisbane, Australia HAYS Full time

    A long term contract with a large state government environment to assist the delivery of a high impact program **Your new company** Will be as an AO5 Engagement officer working for a State Government organisation based south of Brisbane. **Your new role** You will be working as an AO5 Engagement officer focussing on community projects. Key...

  • AO5 Project Officer

    1 day ago

    Brisbane, Queensland, Australia Public Sector People Full time

    OverviewThe Opportunity Public Sector People are partnering with a State Government Department to recruit an AO5 Project Advisor for a long-term temporary contract through to September 2028. This role is located on the Sunshine Coast. This role is ideal for a professional with strong project administration and coordination skills, who enjoys supporting the...